We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 392389 results
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Decision Reference DRN-5467523
12 Dec 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5467523 The complaint Mr and Mrs T complain that Barclays Bank UK PLC (‘Barclays’) declined to reimburse them, after they say they fell victim to a scam. What happened The circumstances of this complaint are well known to both parties, so I will not go into every detail of what happ... (5 pages)View decision -
Decision Reference DRN-6016457
12 Dec 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6016457 The complaint Miss S complains HSBC UK Bank Plc won’t refund the money she says she lost to a scam. What happened Miss S came across an online advert for a property development investment opportunity with a company, “C”. She sent them £13,000 in August 2024 to invest in a pr... (4 pages)View decision -
Decision Reference DRN-5983604
12 Dec 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-5983604 The complaint Mr and Mrs T, as trustees of the T Trust, complain about how Zurich Assurance Ltd have administered a reviewable hold of life policy they hold. They’re unhappy that units have been deducted from the policy’s investment fund to pay for the cost of cover, that th... (4 pages)View decision -
Decision Reference DRN-5876999
12 Dec 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5876999 The complaint Mr W says Aviva Life & Pensions UK Limited failed to provide him with a clear and informed choice about where his funds would be invested following the switch of his Group Personal Pension from another provider. He says this caused him financial detriment. ... (4 pages)View decision -
Decision Reference DRN-5779023
12 Dec 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5779023 The complaint Miss H complains she wasn’t able to complete a balance transfer from her Zopa Bank Limited credit card. What happened Miss H opened a credit card account with Zopa in June 2024. In early 2025, Miss H attempted to transfer her balance with Zopa to another credi... (2 pages)View decision -
Decision Reference DRN-5760114
12 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5760114 The complaint and background Miss B complains that Monzo Bank Ltd (“Monzo”) won’t reimburse over £18,000 that she lost when she fell victim to a scam in February 2025. She believed she was making payments to recover funds lost to an earlier scam. Our investigator didn’t upho... (2 pages)View decision -
Decision Reference DRN-5838135
12 Dec 2025 TSB Bank plc UpheldConsumer CreditDRN-5838135 The complaint Mr M complains that TSB Bank plc has incorrectly defaulted his loan account and reported this to the Credit Reference Agencies (CRAs). What happened Mr M took out a loan with TSB in July 2022 for £35,000. The terms of the loan required him to make repayments o... (6 pages)View decision -
Decision Reference DRN-5963512
12 Dec 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5963512 The complaint Mr D and Miss H complain that system problems at Bank of Scotland plc trading as Halifax delayed them applying for a new interest rate product for their mortgage. Interest rates increased before they were able to secure a rate. They ask that Halifax applies the... (3 pages)View decision -
Decision Reference DRN-5677056
12 Dec 2025 Ascot Lloyd Limited UpheldPensions and AnnuitiesDRN-5677056 The complaint Mr K complains that a business, now part of Ascot Lloyd Limited trading as Ascot Lloyd, gave him unsuitable pension transfer advice in 2018. He also says despite paying for ongoing advice, regular reviews did not take place. Mr K says he’s lost out as a result ... (6 pages)View decision -
Decision Reference DRN-5965451
12 Dec 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5965451 The complaint Mr C complains Capital One (Europe) plc didn’t do enough to help when he couldn’t use his credit cards while abroad. What happened The background to this complaint is well known to both parties, so I won’t repeat it at length here. In summary, Mr C holds two c... (2 pages)View decision